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Subject: Urgent Complaint – Withdrawal Not Processed / No Communication

Dear Support Team,

I am writing to express my serious concern regarding my pending withdrawal. My withdrawal has not been processed, and I have not received any updates or communication from your side.

I am becoming increasingly worried because I have seen many negative reviews online from other players reporting similar issues with delayed or unpaid withdrawals. This is very concerning, and I do not want to wait 20 days or longer without any clear information.

I request immediate clarification about the status of my withdrawal and a clear timeline for when it will be processed. Please treat this as urgent — I expect transparent communication and a prompt resolution.

Thank you,

611fac0b-5c08-4f9e-8fb6-2c3bd02f059b (transcation ID)

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Stay safe.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sodaw0w,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika